Daniel

Danylo Shapovalov
Sales
Specialist

Co n ta ct About Me

[відкрити контакти](див. вище в блоці «контактна інформація») Sales professional with 4+ years in IT sales and 9+ years in client-facing
roles. Experienced in prospecting, communication, and closing web and
[відкрити контакти](див. вище в блоці «контактна інформація») mobile projects. Skilled at building trust, clarifying client needs, and
collaborating with technical teams to deliver solutions and maintain
Batumi, Georgia, 6000
lasting partnerships.
LinkedIn
Work Experience

Education Oct 2022 – Aug 2025
Fishing Planet LLC
Team Lead, Game Technical Support — Remote
B.A., English & Japanese
Led cross-platform support & community ops for global player
KNPU - Pedagogical University
Kharkiv, Ukraine 2015 - 2019 base (Steam/PS/Xbox/Epic); owned CSAT/SLA/backlog
Maintained 90%+ CSAT; standardized triage & escalation
School Graduate playbooks; coordinated with QA/Engineering on hotfixes and
George Ranch High School live-ops
Richmond, Houston, TX 2016
Built SOPs, onboarding, and knowledge base; reduced average
time-to-resolution by ~35%; halved new-hire ramp-up time

Sk i ll s Converted player feedback to actionable QA reports and
product tweaks; resolved critical incidents within 24–48 hours

Team leadership
Senior / Game Technical Support (Mar 2023 – Jun 2023)
Performance management
Handled complex escalations; mentored juniors; enforced
Problem management quality and troubleshooting depth

De-escalation/sensitive cases

Process design & SOPs
Game Technical Support (Oct 2022 – Mar 2023)
Front‑line ticket handling in high‑volume queues; accurate
Root-cause analysis
diagnosis and timely escalations.

Jul 2020 – Oct 2022
La n g ua g e Elemy (Health‑Tech)
Care Operations Team Lead — Remote
English - C1/C2 Managed 8–10 person remote ops team; coordinated clinicians,
insurers, and families; kept care delivery 95%+ on schedule
Russian/Ukrainian - Native
Introduced HIPAA-compliant documentation & de-escalation
protocols; reduced complaints by ~20%
A CH IE VE M ENT S & Streamlined onboarding & insurance verification; cut time-to-

CA PA B IL IT IE S care by ~30%

CSAT 90%+ across platforms Family Onboarding Manager (Mar 2022 – Jul 2022)
Accelerated intake via documentation and insurance checks;
via precise triage, empathetic
improved throughput and compliance
tone, and clear resolutions

≈35% faster time-to-resolution Clinical Ops Authorization Manager (Aug 2021 – Oct 2021)
through SOPs, playbooks, Owned prior-auth workflows; reduced approval delays via
tighter provider–payer coordination
macros, and knowledge base

improvements; new-hire
Care Ops Associate (Jul 2020 – Jan 2021)
ramp-up −50%
Built foundations in client communications and data hygiene for
24–48h turnaround on P1 scale

incidents in live-ops; incident May 2019 – Jul 2020
Mobisoft Ltd
lead during outages and high-
Billing Office Manager — Remote
visibility releases
Resolved sensitive billing issues & disputes; improved retention
Closed feedback loop: through accuracy and timely resolutions
reproducible steps, logs, and Sep 2018 – May 2019
RCA hypotheses delivered to GreatDev (Shopify Agency)
Business Development Manager
QA/Engineering for fixes
Ran end-to-end sales cycle and account growth; sustained 5-
star client satisfaction
PR OGR A M S &
May 2018 – Aug 2018
CE R TI FI CA TI ONS
GENPRO

HIPAA Compliance (Elemy, Project Manager (BIM)
Assisted expansion into U.S. construction tech market; supported
2020)
securing a major BIM project in NYC
FLEX (U.S. Dept. of State, 2015–
Jun 2016 – Nov 2017
2016) LineUp
Civic Education Workshop Sales Manager
(Washington, D.C., 2016) Managed B2B sales of IT solutions across European markets;
coordinated closely with technical teams

Dec 2015 – Jun 2016
Call Center International (CCI)
Customer Service Manager
High-volume outbound sales of telecom packages; consistently
met daily quotas

TOOLS

Zendesk • Slack • Salesforce • JIRA • Confluence • Discord
(community ops) • Google Workspace • Excel/Sheets • Basic
DB/queries • Photoshop (additional skill)